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Yyyyyy x. yyyyyy

Xxxxxx, Xxxxxx xxxxxx xxx-xxx-xxxx


Management Professional Healthcare Industry


Systems Analysis Software Development Solution Management

Technology Product Management Workflow Analysis & Re-Engineering




         Sound understanding of the clinical workflow environment and healthcare operations gained from 10 years of industry experience.

         Exemplary strengths in driving implementations of high-quality deliverables for healthcare technology projects while ensuring strict compliance with HIPAA privacy and security laws.

         Excel at collaborating and communicating with multi-disciplinary team members to optimize quality of patient care; considerable talents in outpatient specialty care arena.

         Adept at strategic planning, operations management, regulatory compliance, quality management, performance improvements, and EHR implementations.

         Able to contribute sharp communication and interpersonal skills toward effectively liaising between executives and internal/external stakeholders in support of achieving objectives.

         Continuously seek out new approaches to streamline administrative and operational processes, promote team-building, and slash expenses.

         Extremely detail-oriented with exceptional expertise in organizing workflow to maximize productivity and efficiency in achieving demanding deadlines.

         Constantly focus on optimizing software performance, reliability, usability, security, and compliance.


Professional Experience


Path Forward, Xxxxxx, Xxxxxx, 2013 to Present

Director of Operations, Client Onboarding Patient Contact Center

         Spearhead onboarding for first US-based medical call center providing 24/7 access to patients for scheduling appointments, connecting with a provider, and inputting documentation via EHR system.

         Awarded several promotions based on outstanding performance in project management, quality control/auditing, time management, continuous improvement, and product development.

         Join forces with company president and vice president to review strategic plans, examine status of accounts, and contrive feasible and cost-effective action plans.

         Delegate assignments to staff within Client Engagement department and steer onboarding of new clients to include design, discovery, development of processes, and workflow optimization.

         Coordinate client reporting of secure messaging apps and phone system configuration, serve as Five9 administrator, and deliver ongoing assistance for all applications and products.

         Seamlessly onboard complex, high-value accounts encompassing multiple oncology, orthopedic, gynecology, addiction medicine, and after-hours businesses.

         Championed transition to automated support ticketing system to enhance user satisfaction, reinforce quality control, and provide critical data to top-line management.

         Orchestrated launch of Cloud-based phone system and secure messaging app by establishing platform for each client and guiding efficient implementation with all on-call providers.


Continued ►



Page 2 of 2


Professional Experience continued



Oncology Hematology Care, Xxxxxx, Xxxxxx, 2007 to 2013

Research Data Manager

Senior Call Center Representative

Call Center Agent

         Steadily advanced through a series of promotions to most recently collect data to qualify patients for participation in cancer research studies, and accurately inputted information into database.

         Methodically defined protocols for each study, tracked milestones, and critically analyzed patients ongoing eligibility.

         Communicated extensively with nurses associated with research studies to discuss patients visits and follow-up schedules.

         Monitored incoming calls within high-volume call center and conducted regular quality audits to ensure rigorous adherence to QA/QC criteria.

         Applied strong leadership talents toward mentoring, coaching, and providing performance feedback to team of eight call center associates.

         Coordinated schedules for physicians, processed vacation time for providers, nurses and advanced practitioners, and managed physicians credentialing.

         Meticulously transmitted providers dictations into EHR (Electronic Health Record) software.

         Proactively introduced incentive program for call center agents to elevate staff productivity and overall performance.

         Instituted mobile app for all medical practices to enable healthcare providers to securely download patient data to phones.




Associate of Applied Science, Medical Administrative Assistant

Xxxxxx State Technical & Community College, Xxxxxx, XXXXXX


Workshops / Professional Development:

Social & Emotional Intelligence

Legal Aspects of Documentation

Growth, Innovation & Leadership



Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Visio) Skype for Business, NexGen, Epic, Mosaiq, Centricity, Meridian, Tiger EHR, Five9, Cisco & DocHalo, Spice CSM, Google Plus, ConnectWise, Jira, Jiva




Healthcare Business Women s Association

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